More and more people are on the move, navigating this dance between high and low-tech, yield and yearn. Amid these complexities, there’s a consistent message: people are seeking an uncomplicated, streamlined airport experience from arrival to departure.

Intelligent Airports: From Friction to Flow continues our series of reports examining shifting traveller preferences and what they mean for the future of airports. In this report, we explore how airports might apply emerging technologies to facilitate better function and positive passenger feelings. We probe how to navigate the implementation of technologies via three key themes: 'Getting the basics right', 'Intuiting needs and desires' and 'Elevated experiences'.

With growing traveller numbers and limited terminal space, efficiencies need to come from rethinking how space is used to increase flow and productivity. Spaces need to work harder, and for this, we can look to technology — rather than the burden of passenger growth (and the resulting chaos of high foot traffic) falling to (human) workers. 

Both passengers and staff will benefit from a less stressful, more efficient airport experience, creating a seamless journey for both groups as they move through checkpoints and shifting how they relate to one another. While people have long learned languages to connect with each other and pursue new opportunities, technology is expanding the possibilities of fluidly communicating across cultures.